I said a while ago that I’d chosen not to go with BT because they were rubbish on the phone when setting up the account.
Well it seems that they did set up an account and a Direct Debit Instruction (now cancelled) and collected one month’s line rental! The bloody cheek!
Now while talking to them I have been told “We do not care about our customers after 8pm” although their phone lines are open until 10pm. I was transferred three times (without being told why) before the last lady hung up on me (probably justifiably).
Apparently their is a “Wholesale Department” (I don’t care) who are the only ones who can cancel my “order” (I didn’t make one). There was a whole series of other pieces of information I couldn’t (as a customer) care less about… The customer just wants a reasonable request dealt with. If an agent is unable to deal with that aspect of the business and the department that can is closed, then provide the poor people on the phones with a way of putting a message through to the now-closed department. Does that sound like rocket science?
Anyway, I phoned back and ‘Vikram’ said he needed to transfer me to the ‘higher department’ (Why?). He insisted and then transferred me to a line where a machine voice said “I’m sorry. The department you have called is now closed. Sorry for any inconvenience.” And promptly hung up on me.
Update
Would you believe it, I tried again (hey, it’s a freephone number, and I quite enjoy testing a company’s rubbish service) and the lady who answered (whose name is unpronouncable sadly) was very helpful and apologised profusely. Why didn’t answerers 1 – 4 manage that?
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